Customer expectations are rising, but traditional contact centers still rely heavily on phones and FAQ-style chatbots – tools that often leave both customers and agents frustrated. Long wait times, repetitive information sharing, and limited automation drive up costs while delivering underwhelming experiences. 

Meet Typewise, a Y Combinator–backed company and one of the Mitel Unified Communications (UC) Accelerator cohort members. With its AI-Agent platform, Typewise is reshaping customer service by autonomously resolving requests across email, chat, messaging, and soon voice. 

We sat down with David Eberle, CEO of Typewise, to discuss how the company is redefining customer experience (CX), what the Mitel collaboration means, and the vision for a more proactive, intelligent future of customer engagement.

David, what problem are you solving, and why is now the right moment to solve it?

Traditional call centers, often outsourced, leave customers frustrated: they wait in long queues, get routed from first-level support to second or third, and repeat their information multiple times. The experience is reactive, slow, and costly for enterprises, while agents often burn out from repetitive tasks. At the same time, legacy chatbots have failed to meaningfully improve the situation, as they only handle basic FAQs. 

What changed recently is the rise of reasoning AI models, which make it possible to build AI agents that can truly resolve cases end-to-end. Now is the moment to solve this problem, as enterprises face pressure to deliver faster, smarter service while reducing costs—and customers expect better experiences across every channel.

How do you see your solution changing the way enterprises or customers operate?

With Typewise, customer interactions become faster, simpler, and omni-channel by default. Our AI agents can engage across email, chat, messaging, and soon voice, and they operate fluently in multiple languages, eliminating friction for global enterprises. For businesses, this means support that scales without linear hiring, with agents focused on exceptions and high-value conversations rather than routine tasks. Customers benefit from seamless, personalized experiences where their issue is resolved—not just acknowledged—in record time. Over time, this shift redefines customer service from a bottleneck into a strategic advantage.

How does working within the Mitel UC Accelerator open up new opportunities for Typewise?

Joining the Mitel UC Accelerator allows us to integrate our solution directly into Mitel CX, Mitel’s all-in-one AI-assisted contact center solution, to create a seamless “AI Agent tier” that adds value on top of existing UC and contact center deployments. This opens doors to Mitel’s global channel partner ecosystem and its thousands of enterprise customers, which provides us with scale and reach we couldn’t achieve alone. 

Beyond distribution, the accelerator gives us deep access to Mitel’s product and engineering teams, so we can fine-tune integrations, align on roadmap priorities, and jointly validate solutions with real customers. It also signals strong market credibility, as enterprises trust Mitel to vet and bring innovative partners into its ecosystem. 

For Typewise, this program accelerates both our technical integration and our commercial growth.

In what ways do you see your solution complementing or extending Mitel’s technology?

Typewise complements Mitel’s CX suite by delivering autonomous AI resolution on top of Mitel’s proven communication and workflow infrastructure. Our system plugs directly into Mitel’s channels—chat, email, messaging, and soon voice—while orchestrating backend actions across CRMs and ERPs. This allows our system not just to respond to customers, but to autonomously execute the actions those interactions require, whether that’s processing a return, updating an account, or scheduling a service.

When human intervention is needed, we hand off seamlessly into Mitel’s existing ticketing and agent tools, preserving full context. We also integrate deeply with Mitel’s Workflow Studio, enabling enterprises to extend automation flows and even reuse our finetuned AI models within their broader CX environments. In this way, Mitel provides the trusted foundation for customer engagement, and Typewise adds the next-generation intelligence layer that ensures faster, smarter, and more autonomous service.

What’s your long-term vision for the company and the impact you want to have?

We envision a future where customer service is no longer a reactive function that only engages when something goes wrong, but instead acts as a proactive customer concierge. AI agents can become 360° representatives of the brand, not just solving issues but anticipating needs, building trust, and deepening relationships at scale. Enterprises will be able to deliver personalized, always-available service that feels human, without being constrained by staffing limits. By combining automation with empathy, we want to transform CX into an area where businesses consistently exceed expectations. The impact we strive for is to redefine what “brand interaction” means: not waiting on hold, but feeling supported and valued at every step.

Thank you, David. To wrap things up – what does success in this program look like for you?

For us, success means completing a technical integration into Mitel’s CX suite, proving value through a handful of pilot customer deployments, and generating measurable results like faster resolution times, higher CSAT, and reduced handling costs. 

On the commercial side, success is having a clear joint go-to-market playbook and partner enablement package, so Mitel’s sales and channel teams can confidently take our combined solution to customers. Ultimately, we want to emerge from the program not just as a promising partner, but as a core component of Mitel’s CX ecosystem.

Typewise’s vision goes far beyond increasing worker productivity. It’s about turning customer service into a proactive, trust-building function powered by AI agents that deliver fast, personalized, and seamless experiences across every channel. By integrating deeply with Mitel’s CX suite, Typewise is creating an agentic intelligence layer that complements Mitel’s communications infrastructure and helps businesses redefine customer experience, setting a new standard for efficiency, satisfaction, and brand loyalty.

Stay tuned as we highlight more innovation stories from the Mitel UC Accelerator cohort.

To learn more about Typewise, visit typewise.app.